6 People love their dogs, and distributing canine treats (although not alongside human food) can be a simple effort to distinguish your operation.

7 Who wants to eat a salad by hand or use his dry-cleaning receipt as a napkin? Provide the appropriate amount of napkins, utensils, and condiments.

8 With simple words, such as “Thanks for coming. We’ll see you again soon,” staff plants the seeds of a return visit in a customer’s mind.

9 Customers are clamoring for healthier options in the quick-service sector, so showcase items that incorporate a healthy message.

10 Place the order post as close to the customers as possible to enhance the ease of two-way communication.

11 Offer breakfast. According to Technomic’s 2009 Breakfast Consumer Trend Report, 22 percent of consumers named the availability of drive-thru service as one of the top three reasons they visit their preferred breakfast restaurant.

12 Greet the customer within five seconds of the car stopping at the order post.

13 Drive-thru staff should start the ordering process rather than relying on guests to initiate the order.

14 As much as the drive thru is about speed, allow guests time to review the menu should they need that opportunity. Be patient and say, “Please order when ready.”

15 Using “what” questions encourages upselling. For example, “What would you like to drink with your cheeseburger?” The alternative, “Would you like a drink today?” fails to invite a drink purchase in the same way.

16 A simple sign that thanks guests for their business as they pull away completes the process in an appreciative way.

18 When using crew to line bust during peak times, distribute a paper menu to allow guests the time and information to complete their order. The same idea can introduce promotions.

19 Toss a hard candy or mint into the customer’s to-go bag.

20 Clean the windshields of waiting cars. No one does this, which is precisely why you should.

Management

21 Visit your own drive thru to see the process from a customer’s eyes. Bring a video camera along to record and later review the experience.

22 Visit other drive thrus with a critical eye and attention to detail.

23 Learn and improve by taking the lessons of drive-thru visits to heart. Be objective and strategic in analyzing strengths and weaknesses. The ultimate goal is to be professionally aware, not personally correct.

24 Knowledge is power. With data that represents current efficiency, management can make operational adjustments to improve drive-thru throughput.

25 Employee recognition and incentive programs for both speed and accuracy can motivate staff to provide swift service.

47 Recognize that visitors to the drive thru gain an up-close look at the establishment, from tuckpointing to landscaping. Breed confidence with beautification projects that clean up your lane and show pride of ownership.

48 Use an antifog solution to fight the collection of fog on signage glass.

Technology

49 Use an order-confirmation screen. Providing the customer a visual rundown of the items ordered and the final total helps certify accuracy. Better yet, an order-confirmation screen is routinely cited as one of the top drive-thru improvements consumers want to see.

50 For those with an order-confirmation screen, enter items into the drive thru’s POS terminal as the customer orders. The real-time reporting allows customers to make corrections quickly.

51 Use a modern, high-quality speaker system.

52 Installing noise-reduction technology at the order post minimizes customer angst while improving speed and order accuracy.

84 Combo meals are a great way to order in one step and heighten the value perception. Place them side-by-side in a prominent spot on the menuboard.

85 If breakfast is over, switch the drive-thru signage to the lunch and dinner menu. If cheeseburgers are not available before 10 a.m., hide that piece of the menu. Rotating the menu signage ensures a crisp look and allows the customer to focus on the available offerings.

86 Double up on staff and even key equipment, such as the soda fountain and register, to ensure swift service during peak times.

88 Customers are on to your attempts to keep drive-thru times down. If their order takes longer than expected, send them to designated drive-thru parking spots and offer a free beverage instead of having them simply pull forward and wait.

89 Participants in a 2010 QSR drive-thru focus group widely agreed that having an employee bring an order to the car was a plus. As much as tech dominates today’s lives, the personal touches continually resonate with customers.

90 Carhops can not only evoke a sense of nostalgia, but they can expedite service, take orders and payment, and hand completed orders to customers.

91 Maximize the order taker’s comfort and limit distractions by placing this team member in a space away from the restaurant’s hustle and bustle.

92 Team members should state the amount of change they are returning to the customer and count back that amount.

93 Install signage that highlights new items as well as promotional offers or special pricing. Signage can also display high-margin items to entice a purchase.

94 Institute a special drive-thru value meal complete with drive-thru-friendly items easy to eat while driving.

96 Position a duplicate menuboard before the order post so that guests can peruse the menu as they wait. This reduces a customer feeling rushed into ordering and allows a full review of options. It also improves speed once they arrive at the order post.

97 Push the car to the drive-thru window by narrowing the road.

98 Tight bends and any changes in direction cause drivers to be frustrated and misguided. Make the lane smooth and gradual.

99 To maximize double drive thrus, add extra signage to encourage drivers to use the left lane in addition to the traditional right lane.

100 Starting with the kitchen, design everything for speed and accuracy.

101 On a new build, position the restaurant to the left to segregate customer parking and retain maximum room on the right side for drive-thru operations.